Job Vacancy Tier 2, Technical Support Engineer 8×8



Job title: Tier 2, Technical Support Engineer

Company: 8×8

Job description: As an industry leader and Software-as-a-Service provider our mission at 8×8, Inc. [NYSE: EGHT] is to transform the future of business communications. The 8×8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.

For additional information, visit , or follow 8×8 on , and .

Tier 2, Technical Support Engineer

Location – United Kingdom, Hybrid (2x a week in London)

Are you a natural-born leader with a passion for innovative technology? Interested in a career where you’ll make a difference in the way various organizations communicate? The 8×8/Fuze Customer Support Team is rapidly evolving and adapting to take on new customers and support an industry-leading UCaaS & CCaaS product suite.

Description:

As Technical Support Engineer – Tier 2, you will provide a combination of customer service and technical support duties. This role is customer-facing via phone and email, with a strong emphasis on accurate, comprehensive communication. Our aim is to address product issues and change requests while providing an enjoyable customer experience. You will drive customer satisfaction with a combination of product knowledge and customer engagement.

Responsibilities:

  • Work directly with customers (and Tier 1 Engineers) through phone, email, and case management systems to resolve problems and fulfil requests
  • Empowering customers by promoting Knowledge base and self-service.
  • Manage multiple issues in parallel, taking responsibility for meeting SLAs and updating customers
  • Provide application and support to our growing client base, build and maintain expertise on the 8×8/Fuze platform
  • Troubleshoot, replicate, and investigate application (Windows/macOS, iOS/Android), network, handset, and end-user issues
  • Document and escalate more complex issues to higher-level technical teams

Required Skills & Experiences

  • Exceptional customer service and confident communication skills, customising your interaction to the individual customer personalities and contexts.
  • A team player, with analytical and problem-solving skills, with the ability to multitask.
  • Knowledge of related industry protocols. (SIP, HTTP/HTTPS, SSH, TELNET, UDP/TCP)
  • Proficiency in Linux/Unix
  • Knowledge and understanding of VoIP technologies, telecommunication, IP telephony etc.
  • Networking experience (LAN, WAN, routers, switches)
  • Enthusiastic with a great attitude toward learning

Beneficial

  • Familiar with Salesforce Service Cloud or similar CRM systems, Knowledge Base systems, and Customer portals for case management
  • French speaking

Working at 8×8:

  • Industry-leading, award-winning technology and recognized on two Gartner Magic Quadrants
  • Inclusive, supportive and collaborative culture yet with a winning mentality
  • Encouragement and environment to make a difference
  • Fun – check out our Instagram posts in the UK, Romania and the US, the smiles are real
  • Deep passion for doing the best for our customers, giving them the best service and the best technology

For a closer look into what life at 8×8 UK Ltd. is about check out our page.

8×8 believes diversity makes our company stronger which is why we are a proud equal opportunities employer and encourage all of our staff to bring their authentic selves to work. We believe in fairness which is why we have been a member of the Living Wage Foundation for many years and we believe in security so reserve the right to undertake background checks on anyone that we extend an employment offer to. For European Job Applicants our Job Applicant Privacy Notice can be found .

Expected salary:

Location: London

Job date: Sun, 24 Jul 2022 00:04:17 GMT

Apply for the job now!


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